Customer Development
Over the past decade there has been a “customer revolution”. More choice has given the customer more power and research shows that customers are very willing to use their new found power – We are now in the VALUE ERA!
Q: How Are Modern Customers Changing?
I (Greg) frequently pose this question to people in my workshops and I almost always get the same answers that are listed below:
-
Customers are more informed.
-
Customers are less tolerant and less patient.
-
Customers are more assertive and willing to complain.
-
Customers have less brand loyalty.
-
Customers are have higher expectations.
-
Customers are more price conscious.
-
Customers are FAR MORE DEMANDING!
Notice the negative portrayal of a modern customer mindset?
If you can embrace the advantages found in having better informed customers you can shift your organizational focus towards SERVANT LEADERSHIP and create new opportunities to provide CUSTOMER VALUE!
Two vital questions for the VALUE ERA…
Is everyone in your organization focused on creating and communicating value to the customer? (Do they understand and see how their efforts connect to and effect the customer experience?)
Do your customer contacts (Sales & Service people) have the right competencies to deal with more demanding, knowledgeable and sophisticated customers?… What about to create customer loyalty while maintaining profit margins?
What we believe…
There has been an insane imbalance in organizational efforts between customer acquisition and customer retention (It cost 5 to 8 times more to obtain a new customer than to retain an existing).
We believe in the self-evident truth – the key to success in any business is the development of repeat and referral customers (raving fans).
We believe that customer satisfaction is no longer good enough to create customer loyalty; it now requires “Customer Engagement”.
The research the single most important “value factor” in determining customer engagement is not place, product or process value!… Study after study confirms it is personal value is the key factors that govern customer retention.
Your organizations future is built or broken one customer contact at a time… “moments of truth”.
Thus we believe that best way to achieve customer engagement is through “customer leadership”.
Customer Leadership has two core dimensions… A total organizational commitment to deliver delivering value to customers and world-class front-line customer contact people with superb customer relations skills.
What we can do for you and your organization…
Campeau Learning specializes in designing, developing and delivering high impact “customer leadership” training programs that drive customer engagement and retention (for both external and internal customers).
We conduct an extensive and holistic needs assessment and design programs to optimize customer loyalty and grow profit margins … Programs are customized to meet the clients specific skill development needs of your sales and service people.
We specialize in the assessment, design and development of CRM (Customer Relationship Management) systems and tools. We offer a complimentary “CRM gap analysis”, available upon request.
We offer training programs in the full range of Sales / Service Competencies & Sales / Service Management Competencies.
- Creating and Communicating Value
- Time & Territory Management for sales People
- CRM (Customer Relationship Management)
- Strategic Selling
- Service basics
- Dealing with difficult or angry customers
- Questioning skills
- Negotiating skills
- Securing Commitment
- Customer Negotiating skills
- Persuasive Presentations skills
- Key Account Selling
- Selling Professional Services
- Telephone skills
Call Campeau Learning today (or use our contact form) to start a crucial conversation about Customer Development training for your organization: